Customer Service Representative (E-commerce)

Location: Charleston, SC or Regional Remote | Full-Time

Typical Schedule: Monday–Friday, 9 AM–5 PM ET, with flexibility during peak seasons as business needs required

Responsibilities

• Deliver exceptional customer experiences: Assist customers across phone, email, chat, social, and other support channels with warmth, professionalism, and confidence.
• Own the resolution: Take customer issues from question to solution whenever possible, using the information and resources available to minimize unnecessary back-and-forth.
• Work efficiently: Manage a steady volume of customer conversations while balancing speed, accuracy, quality, and customer satisfaction.
• Use good judgment: Know when you can confidently solve something, when you need to dig deeper, and when an issue truly needs to be escalated.
• Follow processes with precision: Use documented policies, workflows, and customer and order information to make accurate decisions without overlooking important details.
• Work alongside AI and automation: Use AI-powered tools, automation, macros, and workflows to work smarter and faster while knowing when human judgment and a personal touch matter most.
• Stay organized and accountable: Prioritize your workload, maintain clear documentation, follow through on commitments, and communicate proactively.
• Become a product and process expert: Build a strong understanding of our products, policies, systems, and customer experience standards.
• Help us get better: Notice recurring questions, customer friction, and process gaps and bring forward observations and recommendations for how we can improve.
• Strengthen our knowledge: Help keep internal and customer-facing resources accurate, useful, and up to date.
• Support the team: Collaborate, share knowledge, and jump in where needed, especially during our busiest seasons.

What You Bring

Experience & Mindset

• 1–3 years of customer service experience, preferably in e-commerce, retail, hospitality, software support, or another fast-paced customer-focused environment.
• Ownership and follow-through: When something is yours, you see it through and communicate when something gets in the way.
• Growth mindset: You're open to feedback, willing to learn, and able to apply what you've learned the next time.
• Independence and collaboration: You're comfortable working autonomously but know when to pull in a teammate or ask for help.
• Composure: You can stay level-headed through difficult customer conversations, changing priorities, and high-volume periods.

Customer Service Excellence

• Strong communication skills: You communicate clearly and confidently, both in writing and conversation, and know how to adjust your approach based on the customer and situation.
• Problem-solving ability: You're resourceful, curious, and comfortable looking for answers and working through challenges.
• Judgment & decision-making: You use available information and established guidelines to make confident, thoughtful decisions, knowing when to act independently and when to escalate.
• Attention to detail: You catch the small things and take pride in getting orders, refunds, replacements, returns, and documentation right.
• Efficiency and organization: You can manage multiple conversations and priorities while meeting expectations for productivity, responsiveness, quality, and customer satisfaction.
• Tech adaptability: You're comfortable learning new systems and working alongside AI, automation, macros, workflows, and knowledge tools.
• Experience with Gorgias, Shopify, ShipStation, or similar e-commerce/customer support platforms is a plus, but not required.

You'll Thrive Here If...

• You like solving tickets and the satisfaction of getting things done.
• You naturally look at the information available to you before asking someone else for the answer.
• You care about getting things right, but you don't believe every problem needs to become complicated.
• You can move quickly without sacrificing attention to detail.
• You enjoy learning new tools and finding better ways to work.
• You take feedback, apply it, and keep growing.
• You notice when something doesn't make sense and speak up, ideally with an idea for how to make it better.
• You're comfortable owning your work independently and enjoy being part of a team that holds a high standard.
• You genuinely care about leaving the customer in a better place than you found them.

Why Join Allegiance Flag Supply?

• Remote flexibility with local connection: This role is primarily remote, with a preference for candidates in the Charleston, SC area or within a few hours of our North Charleston facility. We value bringing our team together periodically for company events, team meetings, training, and other opportunities to connect in person.
• Mission with meaning: Be part of a growing American company committed to quality, integrity, patriotism, and supporting American jobs and manufacturing.
• Room to grow: We invest in our people and create opportunities to learn new skills, take on new challenges, and grow your career as the company evolves.
• A team that works together: Join a collaborative team that values ownership, high standards, new ideas, and helping one another succeed.
• Modern ways of working: Be part of a Customer Experience team that embraces AI, automation, technology, and continuous improvement while keeping exceptional human service at the center.
• Benefits that support you: Medical, dental, vision, and life insurance; 401(k) with company matching; paid time off; and parental leave.

Remote Work Expectations

You'll need a reliable internet connection and a distraction-free workspace that allows you to be fully engaged during working hours and virtual meetings.